Massive Issues with Week Old 5s plus

First, I'm not a Garmin fanboy at all. I also heavily complained about the battery problem in the other thread on the massive battery drain. I had the same issue as you. But as a consequence I sent back the watch to Garmin, and without any issues or comments they send me back a new watch, which now works according to the specification (at least in regards to the battery). The whole process took ~2 weeks.

When enquiring about a replacement, I was told it would take 5-10 days to arrive

But what you are complaining about, is a little bit of an overkill in my opinion. First, it already takes a few days to ship the watch back and forth. Plus, they have to verify that the issue is actually on their side. Every company would do this, otherwise you could just trash the thing and then send it back and say, hey I want a new one. So of course there is a delay in the exchange. Second, I'm not sure if you bought the watch with Garmin directly. But if not go to the shop where you bought the watch and he has to take care of the return. So send it back and get a new one. Because obviously the battery in yours is broken.

Jetstar - Yeah completely take your point about investigating it however I think my main gripe is that they are charging me to send it back and then ship a new one out when they offer free delivery for all other purchases. I completely get I have to buy a new one and be reimbursed, that's not an issue whatsoever. It's just poor customer service and frustrating especially when I rely heavily on my kit.
Glad to hear your new one is working much better though - that's promising!

Crutlefish - Again another fair point regarding comparing the 2. I had wanted to get the 5s+ simply for the music function really and prefer the 'look' of it. Interesting you mention the Finnish brand, I've spent some time looking at them over the past few days same with phone brand starting with S ending with ung which recently launched a new smartwatch. Not sure how good they will be for triathlons but I'm not a serious enough athlete to worry so much about the few seconds it may take to stop and start functions.

Forerunner - you certainly made me laugh! It's such a shame Garmin seem to be ignoring the issues a bit. They've not yet replied to my email to them from earlier this week so will give them the benefit of the doubt until tomorrow. It's just so frustrating. I probably would be less annoyed if it was a cheaper device but it's the price of a flight to Oz so I kinda expected more from it!!

I will give them one more go though as does seem like I've got a donkey on my wrist!

Have a great day all and thanks for replying to my rants!

Well Garmin got back to me and literally posted the exact same script highlighting I need to pay etc - so frustrating as they completely failed to acknowledge/answer questions asked. Really poor customer service so have asked it to be escalated. It's such a shame as I've gone from singing the praises of the device to everyone at my running club/friends/family to having to update them when they ask what's happening and all of them agree that it's terrible for such an expensive unit. Not great PR for Garmin.

How hard is it for them to forfeit £10.99 as that is all it would take as I'm happy to pay for another unit at a higher price and shipping costs to return the faulty unit. Stroppy I know but it's the principle!!

Start talking consumer law with your local Garmin support. You have rights. Have you been able to have a phone conversation with anyone?

I've always had great service from Garmin in Aus and NZ. Never nice to hear when people get the opposite.

I concur, I've had great experience with Garmin UK. I would ring them and ask them direct what they can do.

Good idea Philip. I just tried to post a complaint on their Facebook page but the message gets sent direct to page moderators so I can't even warn people about the issues.

I've had phone conversations and emails. They just continue to say it's part of their terms of conditions. It's just so frustrating - especially after ten years, 4 units and normally loving their products to be let down over a measly £10.99!

Hey ho, it seems they just don't care. :(

I concur, I've had great experience with Garmin UK. I would ring them and ask them direct what they can do.

I'm genuinely shocked to hear someone say that.

My experience (two experiences, actually) of Garmin's UK & Europe customer service have been appalling to the point of stopping me buying the 5 Plus, which I had intended to buy. I simply cannot bring myself to hand over my hard earned cash to a company that allows its representatives to treat customers with seemingly open contempt. Content of emails ignored, promised replies never once forthcoming, differing explanations given to different people reporting the same problem, refusal to acknowledge a problem and a belligerent insistence that it's "by design" and no hit of apology when it's later confirmed that it was, in fact, a problem. And worst of all lying; the brazen statement that "no other customer has ever reported such an issue" when a simple search on this forum tells you that that's not the case.

I actually made a complaint about one, particularly rude, individual and was promised it would be investigated and I would be contacted by his manager...needless to say, no-one ever got in touch with me.

My experience of Garmin is that they make great hardware, but that their "customer service" team (certainly here in Europe) seem to have no concept of what it that entails.

Thanks for the replies - will definitely give the running down the battery a go so thanks Christain.
The steps comments was purely to show that I hadn't done much during the day. I've only tracked the one GPS activity to date so that's why I'm so miffed.
Stiff upper lip and all that eh? Shame I'm Aussie, I don't have the patience of my neighbours ;)
Oh and still having issues with 'not authorised to post' - so have continually tried to reply to this thread but no real joy there either. On attempt 12 to reply....been loyal to Garmin for over 10 years and never had such bad issues.

I feel your pain. I have a Fenix 5 (not the plus model) and also have shocking battery life, I am on the second model and it is the same. I purchased my partner the original 5s when it was first launched and this has been faultless.

I also cannot seem to post on the forum without making several attempts and normally having to switch browsers.

So it isn't just your model which seems to have the issue, several of us over on the 5 forum are in the same situation.

One big shout out to the often slated Amazon. They delivered a new replacement watch free of charge even before they had collected the one going back. I think my money is going to Finland.

I'm genuinely shocked to hear someone say that.

My experience (two experiences, actually) of Garmin's UK & Europe customer service have been appalling to the point of stopping me buying the 5 Plus, which I had intended to buy. I simply cannot bring myself to hand over my hard earned cash to a company that allows its representatives to treat customers with seemingly open contempt. Content of emails ignored, promised replies never once forthcoming, differing explanations given to different people reporting the same problem, refusal to acknowledge a problem and a belligerent insistence that it's "by design" and no hit of apology when it's later confirmed that it was, in fact, a problem. And worst of all lying; the brazen statement that "no other customer has ever reported such an issue" when a simple search on this forum tells you that that's not the case.

I actually made a complaint about one, particularly rude, individual and was promised it would be investigated and I would be contacted by his manager...needless to say, no-one ever got in touch with me.

My experience of Garmin is that they make great hardware, but that their "customer service" team (certainly here in Europe) seem to have no concept of what it that entails.

That is not my, albeit limited, experience. I had an issue with my old 935 before I bought my 5+ and after a few emails I sent back my 14 month old 935 to receive a brand new one in the post a few days later. Latterly, I have chatted with some reps from Garmin over email about the 5+ battery issues and they have been helpful.

That is not my, albeit limited, experience. I had an issue with my old 935 before I bought my 5+ and after a few emails I sent back my 14 month old 935 to receive a brand new one in the post a few days later. Latterly, I have chatted with some reps from Garmin over email about the 5+ battery issues and they have been helpful.

That is great and similar to a story I heard from a friend recently. I suspect Garmin are trying to reduce their costs hence why they absolutely refuse to offer free next day shipping even when I have no other alternative but to buy a new one. And they are no longer replying to messages or my Facebook posts. Just appalling. Oh not to mention the constant need to log in every ten seconds and the 'not authorised to create this post' posts when replying to my own posts...Absolute shambles.